This study focused on Kaohsiung City Reserve Command General Headquarters service , whether through the two-dimensional theory of Kano, timely understanding of people's expectations through continuous response and feedback as to strengthen the people service and quality, to gain a sense of belonging and to the heart, back-up command line help desk for the first military contact with the public service type, with public contact with the most frequent, in-depth service front line of tentacles.
Overall questionnaire contains "visible", and "reliability", "reactive", "guarantee", and "care", and "internal quality" of the six dimensions, the study found: ( 1) service dimensions 30 items is of course the general public that there are 17 elements, and reserve elements of the military that is of course only two items, there are significant differences. (2) demographic variables, the different customer groups on some elements of the quality perception of a significant difference. (3) "care", and "internal quality" of dimensions, reservists of the degree of attention, obviously higher than the general population. Only "reactive" dimension, the general public attention than reservists.
This study suggests that: (1) set a feedback mechanism. (2) combined with multi-bid approach. (3) customer service personnel in uniform. (4) for people with disabilities, promoting the on-site service. (5) on a regular basis for staff training.